REFUND AND CANCELLATION POLICY

PLEASE READ THESE REFUND AND CANCELLATION TERMS CAREFULLY. BY SUBSCRIBING TO THE SERVICES THROUGH THE PLATFORM, YOU AGREE TO BE BOUND BY ALL OF THE BELOW REFUND AND CANCELLATION TERMS.

UPDATED ON 30 MAY 2024

This website (www.maestroserve.com) under the name and style ‘maestro’ (the “Platform”) is owned, operated and made available by Maestroedge Solutions Private Limited, with its office at 111A, Kailash IND, Estate B Wing BHD Godrej, Vikhroli Park Site, Vikhroli W, Mumbai - 400079 (hereinafter, referred to as “Maestroedge”, “we”, “us” and/or “our”, each of which term shall include our assignees and/or successors-in-interest). This is a legal agreement between you (the person using, accessing, or subscribing to the Services (defined below) and hereinafter, referred to as “you” or “User” as per the context) and us.

 

Please read this refund and cancellation policy (“Refund Policy”) carefully before availing our Services through the Platform and making payment of the Fee (defined below). This Policy has been made available on the Platform and is applicable in the event of you choosing to avail the Services and making payment of the Fee for the same. We request you to also go through the privacy policy available at www.maestroserve.com/privacypolicy (“Privacy Policy”) and the terms of use available at www.maestroserve.com/privacypolicy (“Terms of Use”) carefully before you decide to avail the Services and make payment of the Fee. This Policy, the Privacy Policy and the Terms of Use (together “Agreement”) together constitute a legal agreement between you and Maestroedge.All capitalized terms used in this Refund Policy and not specifically defined herein shall have the meaning ascribed to such terms in the Terms of Use.

 

1.APPLICABILITY AND AMENDMENT

 

1.1Maestroedge, through the Platform, facilitates provision of Maestro Services through a dense hyperlocal network of Maestros, trained & verified by them on a best effort basis, for the Customers, on an on-demand basis (“Services”), for a fee (“Fee”). This Policy is applicable to any Fee paid or payable by you for availing the Services. Your payment of the Fee signifies your acceptance of the Agreement and your consent to be legally bound by the same. If you do not agree to be bound by the terms of the Agreement, you should not make payment of the Fee.

1.2By initiating a request for the booking of Services through the Platform, you agree to be bound by the terms in this Refund Policy. If you do not agree with the terms of this Refund Policy, you are advised not to go ahead with the booking of the Services.

1.3We reserve the right to modify or amend this Refund Policy, for any reason, subject to providing notice to you and your continued availment of the Services will be deemed as your acceptance of such amendment. To make sure you are aware of any such changes, please review this Refund Policy periodically.

1.4In case of any inconsistencies or conflicts between the Terms of Use and this Refund Policy, this Refund Policy shall prevail to the extent of such inconsistencies or conflict.

 

2.TERMS OF CANCELLATION

 

2.1You may cancel any booking made for the availment of the Services, via the Platform, 30 (thirty) minutes prior to the allotted time slot for such booking. No cancellation request will be processed if such request is initiated on the Platform after the timeline set out herein and cancellation charges, capped at a maximum limit of 100% (Hundred Percent) of the Fee paid by you, at our sole discretion, shall be made applicable.

2.2On receipt of a cancellation request in accordance with Clause 2.1 above, we will process the same and either, at your request: (i) initiate a refund of the Fee paid by you; or (ii) book another slot for the same Services as that of the cancelled booking, at a later point. Please note that the Fee refund in accordance with Clause 2.2(i) will be provided only in case a Customer is not acceptable to reschedule the booking for a later slot.

2.3In a case where a Customer opts to make payment of the Fee in cash, and cancels the booking after the Maestro has arrived at his /her premises, and does not make payment of the Fee, cancellation charges, capped at a maximum limit of 100% (Hundred Percent) of the Fee payable, will be charged at the time of next booking made by such Customer.

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3.TERMS OF REFUND

 

3.1Subject to any other terms provided under this Refund Policy, the Fee paid by you for any of the Services availed through the Platform is non-refundable, unless otherwise provided for under this Refund Policy.

3.2In addition to a refund in case of cancellation in accordance with Clause 2 above, you will be eligible for a refund of either a partial or the full amount of the Fee paid only on account of reasons specified in this Clause 3 or any extra/double payment of the Fee by you, as evidenced by Maestroedge’s records. In case of: (i) no-show by the allotted Maestro; or (ii) late show by the Maestro, only in cases where he/she has shown up later than 15 (fifteen) minutes after the allotted time slot; or (iii) your dissatisfaction with the services provided by the Maestro allotted; refund requests made by you will be processed, subject to the terms of this Refund Policy.

3.3 In case you initiate a request for refund due to reasons mentioned at Clause 3.2, we will on a purely discretionary basis, either offer a free Service to you or process refund of either the full or a partial amount of the Fee paid by you, as the case may be.

3.4If any amount paid by you is fully or partially refundable for any reason, such amounts will be refunded to you by the Company to the same account from which the payment was made.

3.5Any refund amount payable to you in accordance with this Policy, shall be credited to your source account, within 7 (seven) business days. Please note that we will not be held responsible for non-receipt of the refund amount in case of incorrect source account details provided by you or due to any error at the bank’s end while processing your refund amount.

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4.CUSTOMER SUPPORT TEAM

 

If you have any grievance or discrepancy with respect to refund of Fee for any Service availed through the Platform, you can contact the grievance officer mentioned under the Privacy Policy.5.ELECTRONIC RECORDThis document is an electronic record in terms of the Information Technology Act, 2000 (“IT Act”) and rules made thereunder as may be applicable, and the amended provisions pertaining to electronic records in various statutes as amended by the IT Act. This electronic record is generated by a computer system and does not require any physical or digital signatures. This document is published in accordance with the provisions of the IT Act and the rules made thereunder that require publishing the rules and regulations, Privacy Policy and Terms of Use of the Platform.

YOU HAVE READ THIS POLICY AND AGREE TO ALL OF THE PROVISIONS CONTAINED ABOVE.